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Question

Huawei P9 - void warranty?

Mar 13, 2017 11:08AM PDT

Hi there,

I purchased a Huawei P9 three months ago. When charging the device yesterday, it started making a loud crackling sound and producing smoke. I turned it off immediately and saw the charging port had burnt up and become pretty mangled; ditto the charger.

I took the phone back to Carphone Warehouse and was informed that because I had a small smash in the corner of the screen the warranty was now totally void and there would be no point sending the phone off to Huawei because they'd just send it straight back. Despite this being a pretty outrageous policy (though unsurprising that they would cover their backs in such a way), I was wondering if anyone had any experience in getting a repair under warranty in spite of cosmetic damage?

I think normally I would probably understand if it was a more standard fault but I think the phone is quite clearly a safety hazard. I had the phone next to me while it was charging so managed to remove the charger at the first sign of malfunction but if I had have left it unattended I'm fairly certain it would have caught fire or exploded. It seems pretty bizarre to me that they would not accept a phone with such a serious fault and there is no way they could connect this to the damaged screen, but the manager at Carphone Warehouse was adamant it wouldn't be considered for repair or replacement.

Any help on this would be greatly appreciated.

Discussion is locked

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Answer
Nod.
Mar 13, 2017 11:22AM PDT

I have to confirm that most makers void the warranty on "cosmetic" damage. Next time, scour the warranty to see just what is covered and ask them ahead of time.

For me I'm very protective of my phones and so far, no drops, dings and in a case too.

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.
Mar 13, 2017 12:32PM PDT

I have been through the warranty and can't seem to find any evidence of such a policy. The closest thing it says is that the warranty cannot cover repairs to screens and other signs of cosmetic wear, but there's no mention of this being a reason for void warranty. Can I argue against it if it's not written there or is it just supposed to be something that's common knowledge?

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They usually call it abuse.
Mar 13, 2017 1:28PM PDT

And that's the game.

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Disappointing.
Mar 13, 2017 4:35PM PDT

Guess I'll have to fork out the cash for a new one. Thanks for your help.

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Sadly......
Mar 13, 2017 4:23PM PDT

Companies do everything they can to avoid paying claims by voiding warranties for minutia. Sad but true.....

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Answer
Should be Covered Under Warranty
Mar 14, 2017 1:43AM PDT

As far as I know, Huawei does cover such issues.But then again, if this happened out of nowhere, you really are not to blame. I suggest you contact Huawei directly. There is no harm in it, now is there?